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Glossary

ACD Queue – The system of arrangment for automatic call distribution. It determines how to handle calls – routes and prioritizes, according to who needs to handle them. The system’s order for the call jobs in a queue depends on the priority system being used. Usually, calls are moved in the same order that they were placed on the queue. But in some cases, certain calls are given higher priority. The queue is set by handling instructions in a database.

Auto-attendent – An automatic response such as voice or music that monitors incoming calls within the system.

Centrex – A varied way of acquiring PBX service – all switching occurs at a local telephone office instead of on a company’s site.

Communications platform – The structure or standard needed to support communications, the transmission of data between two points, either by telephone or computer or integration of both in a PBX system.

Cross-platform – Formats, applications or devices that work on different or multiple platforms.

Enterprise System – A business organization that generally relies on computers and internally- linked computer networks or systems to do business.

Erlang – A measure of the traffic density in a telecommunications system, based on an hour.

Fault tolerance – The description of a systems ability to maintain a dependable operating status in response to unpredictable hardware or software failure. Levels of tolerance range from ‘low’ – continued operations, to ‘high’ – mirrored operations capability guaranteed by a duplicate backup system. For example, in the event of a power failure on one computer, telephone or system, another can take over.

Follow-Me Calling – A call that is routed, or fowarded, to another telephone number or a list of pre-configured telephone numbers.

IDS – Intrusion Detection System – A security function that monitors all inbound and outbound network activity. It looks for suspicious patterns that may indicate a network or system ‘hack’ or attack. It follows an alert procedure, reducing risk of system attack or compromise.

PBX – Private Business Exchange – A private telephone network used within a business although the network often extends to multiple locations. Users on the exchange network have a separate internal call routing system. External lines may be integrated, but they are shared and distinct.

Queue – A job group or call line-up, or the process of how calls line up and wait to be handled.

Routing – A telephone call’s path from source to destination. Routing is usually managed by a router, which directs the call or message to pass from one monitor to another.

Scalable or Scalability – The ability of a system to adjust to shifting demand. A scaleable system for business means one that grows reflectively with the business, starts with basics but features upgrade options to meet greater business demands.

System – Interdependent people or things interacting to do work. System also describes a method for how work is done.

Virtual – Not real, but with Virtual PBX, only in terms of equipment investment. The business exchange service is very real, an absolute.

Virtual PBX – A business phone system that operates from a public-switched telephone system, without requiring customer-installed equipment. Integrated with existing equipment and public service, Virtual PBX™ provides call routing, follow-me calling, voicemail, fax-mail and automatic call distribution queues.